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IMPORTANT RIDE Information

Dear RIDE Customer,

The MBTA is pleased to announce the launch of The RIDE Access Center (TRAC) beginning on Saturday, February 4th. TRAC will consolidate the functions of reservations, scheduling, dispatching and the handling of same-day customer issues for The RIDE. These functions were previously handled by National Express Transit (NEXT), Greater Lynn Senior Services (GLSS) and Veterans Transportation Services (VTS). Implementation will be completed in three phases starting with NEXT in late January, then GLSS in April followed by VTS in July.

This change will also allow us to bring increased choices in services to customers and allow for the long-term sustainability to the Americans with Disabilities Act (ADA) RIDE program, while also maintaining the safe and high quality service that customers have come to expect.

What does it mean for you going forward?

Starting on Saturday, all reservation calls to National Express will be forwarded to TRAC instead. Nothing else about your service will change on Saturday the 4th. The phone numbers you call today will still be used until the implementation is completed in July. You will be notified when the old numbers are replaced.

On Saturday, February 11th, TRAC will also start handling dispatch and taking your same-day issue calls.

Starting in August your trips may be provided by any of the three RIDE providers.

Once TRAC is fully implemented and is functioning smoothly, intra-RIDE area transfers will be eliminated. (i.e. a GLSS vehicle to a NEXT vehicle, etc.). You will be able to travel anywhere within The RIDE service area without changing vehicles.

The MBTA will continue to expand alternative mobility options for its RIDE customers, such as the ride-hailing (Uber/Lyft) pilot programs.

As the project moves forward, we will continue to provide updates through The RIDE’s webpage: www.mbta.com/theride, email and at the public meetings.

Thank you,The RIDE Staff

The Massachusetts Bay Transportation Authority (MBTA) is committed to providing quality public transportation to all travelers. THE RIDE is our Paratransit program, which provides door-to-door transportation to eligible people, like yourself, who cannot use public transit (subways, buses and trains), all or some of the time, because of a physical, cognitive or mental disability. THE RIDE is administered by the MBTA's Office for Transportation Access (OTA), and operated in compliance with the federal Americans with Disabilities Act (ADA). It is a shared-ride service. This means you should expect to be traveling with other customers who are going in the same general direction. Normally, a trip's duration will be an hour or less, and is based on distance and others who are traveling. Occasionally drivers may be diverted because another customer missed her/his return pick-up. These unforeseeable events and others, such as inclement weather and traffic congestion, may increase your travel time. THE RIDE is also available to ADA certified out-of-area and/or out-of-state visitors with prior arrangement.